AccountId: 011433970860
ContactId: 2f48c14c-268b-4e58-9d64-e44c29f1d441
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236279 ms
Total Talk Time (AGENT): 59811 ms
Total Talk Time (CUSTOMER): 84858 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/2f48c14c-268b-4e58-9d64-e44c29f1d441_20250501T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Member ID is going to be 02589486.
[AGENT][NEUTRAL] The Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, patient's name is.
[CUSTOMER][NEUTRAL] [PII] date of birth will be [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Yes. Uh, date of service is going to be [PII] with a charged amount of $195 even.
[AGENT][NEUTRAL] I'm not showing a claim on file for that date of service.
[CUSTOMER][NEUTRAL] It looks like uh we had submitted the claim.
[CUSTOMER][NEUTRAL] Through electronic on [PII] for this patient.
[AGENT][NEUTRAL] And the date of service was [PII], is that what you said?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What was the name?
[CUSTOMER][NEUTRAL] We had submitted the claim on [PII] for this patient.
[AGENT][NEUTRAL] What is the date of service again?
[CUSTOMER][NEUTRAL] No, um, date of service is [PII], and we had built the claim on [PII] for this patient.
[AGENT][NEUTRAL] Right, I, I don't show the claim we don't have it.
[CUSTOMER][NEUTRAL] OK. Uh, could you please help me to check, uh, the start date and end date of this policy?
[AGENT][NEUTRAL] Start date is [PII].
[AGENT][NEUTRAL] Policy is currently active, no term date.
[CUSTOMER][NEUTRAL] OK. And can you provide me the payer ID?
[AGENT][NEUTRAL] 20801.
[CUSTOMER][NEUTRAL] Is it 0801?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the claim mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. And how much is the time refunding limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] OK. Thank you so much. And could you please spell out your name for me?
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] Thank you. And the call reference number for this call?
[AGENT][NEUTRAL] Reference is my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.